Alexis Allen
Atlanta,GA
Summary
Detail-oriented professional with nine years of experience in mortgage servicing, data operations, and process improvement. Skilled in analyzing workflows, creating monitoring frameworks, and ensuring accuracy and compliance with company and investor standards. Experienced in measuring performance trends, standardizing procedures, and developing practical solutions that improve efficiency and reduce rework.
Overview
11
11
years of professional experience
Work History
Data Operations Manager
Equifax
Atlanta, GA
01.2024 - Current
- Manage operational programs that monitor data quality and accuracy across credit reporting processes. Lead daily and quarterly reviews that ensure compliance with internal and external standards.
- Develop and maintain monitoring frameworks that measure accuracy and identify trends across data furnishers.
- Reduced high-priority case volume by 40% by refining team workflows, improving prioritization, and sharing best-demonstrated practices.
- Analyze process data to identify bottlenecks and recommend adjustments to improve consistency and accuracy.
- Automated and optimized ServiceNow workflows to enhance tracking and reduce manual review time.
- Support and coach analysts on data interpretation, documentation, and trend reporting.
Business Control Analyst
Freedom Mortgage
Fishers, IN
07.2019 - 01.2023
- Supported business control activities by reviewing, tracking, and reporting on servicing performance. Ensured operational processes followed established procedures and aligned with compliance standards.
- Collaborated with management to document workflows and standard operating procedures for internal audit readiness.
- Monitored servicing processes to ensure service levels were met and recurring issues were properly escalated.
- Assisted in preparing data and summaries for internal reviews and performance reports.
- Supported quality reviews to confirm accuracy and completeness of process documentation.
Senior Customer Resolution Specialist
Carrington Mortgage Services
Westfield, IN
02.2015 - 07.2019
- Served as an escalation point for complex customer service inquiries and complaints. Partnered with leadership to identify service gaps and improve communication processes.
- Resolved complex customer issues promptly while maintaining alignment with company standards and investor guidelines.
- Tracked and analyzed service metrics to identify patterns and recommend procedural updates.
- Prepared monthly reports summarizing service levels and customer feedback for management review.
- Trained and supported new team members to ensure consistent and compliant handling of customer requests.
Education
Business Administration
Vincennes University
01.2010
High School Diploma - undefined
Zionsville Community High School
01.2008
Skills
- Looker
- Power BI
- ServiceNow
- Excel (Advanced)
- SharePoint
- Microsoft Office Suite
- Data Validation & Sampling
- Data quality assurance
- Problem-solving
- Attention to detail
- Excellent communication
Core Competencies
- Process Analysis
- Data Monitoring
- Workflow Optimization
- Audit Readiness
- Risk & Controls
- Operational Efficiency
- Reporting & Metrics
- Change Management Support
- Cross-Functional Collaboration
Timeline
Data Operations Manager
Equifax
01.2024 - Current
Business Control Analyst
Freedom Mortgage
07.2019 - 01.2023
Senior Customer Resolution Specialist
Carrington Mortgage Services
02.2015 - 07.2019
Business Administration
Vincennes University
High School Diploma - undefined
Zionsville Community High School